Posted August 11, 2026

Call Center Representative- Team lead

Specialty Eye Institute

Jackson, MI, US Full Time

Description

Key Objectives:

Being a leader of the call center. Presenting a positive presence, assisting agents in providing an exceptional patient experience.
Develop training initiatives to improve call center’s efficiency and productivity levels.
Review call center activities to identify additional areas of improvement.
Scheduling accurately
Providing special attention to patient’s needs.
Providing excellent customer service.
Represent MVP in a positive and professional manner

Schedule:
Monday-Friday
8:00am-5:00PM

What you will be doing

Responsibilities include:

Oversee daily operations of Patient Communications Department
Assist with Team meetings and completion of meeting notes.
Assure appropriate staffing for day to day operations by overseeing the manual time off calendar.
Train and support call center associates. In addition, maintain the Dept Training Manual.
Participate on cross-functional teams to ensure agents are trained on multiple tasks.
Address training initiatives that directly impact call center agent retention and patient satisfaction.
Manage the patient contact process for reschedules, inclusive of patients who are unresponsive to reminders.
Ability to schedule and convert patients appropriately for Specialty Eye Institute centers.
Contacts patients who may have not responded to their reminder cards and be assertive to ensure the appointment will be rescheduled (telemarketing)
Typing and distributing weekly doctor schedules to all medical/surgical offices and staff
Assisting with Doctor templates changes to assure maximization of schedules
Sending information packets, mass mailing to all patients and/or offices when requested
Oversee Nextiva Call Center Dashboard
Complete all month end reports for Director of Communications
Perform various other duties as requested by the Director of Communications

What you know

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Education:

Experience:

Two to four years’ experience in related sales.
Proficient in Microsoft Word, Excel and Power Point
Interpersonal skills necessary to effectively interact with staff, doctors, customers, and the public
Ability to communicate effectively, both in writing and verbally
Ability to handle multiple tasks effectively and meet deadlines
Must have strong organizational skills and the ability to work independently, cooperatively, and have excellent professional judgment

What you will receive

Competitive wages
Robust benefit package including medical, dental, life and disability (short- and long-term) insurance
Generous paid time off (PTO) program
Seven (7) company paid holidays
401(k) retirement plan with company match
An organization focused on People, Passion, Purpose and Progress
Inspirational culture